A few weeks ago, I received a phone call from a potential client. Just receiving  a call from a highly sought after [potential] client is an exciting way to finish a long day at the office, but my interest peaked when he revealed his job function – “Design & Construction – National Accounts”. As it turns out, the sole purpose of his position is to establish, foster, and maintain national accounts with vendors and service providers for their [rather large] chain of restaurants. Do you know what that means? They get it – they understand the benefits of using a national service provider. So, what benefits are you [possibly] missing out on?

National Service Providers vs. Local Locksmiths

If we’re reviewing the benefits of a National Service Provider with potential clients, 99% of the time they are currently using local locksmiths. Each store manager locates and contacts an area locksmith when problems occur– some managers use the same locksmith repeatedly, others dial the first number in the Google search results. We all love Google, but there’s no promise that this method will locate a locksmith who:

1. Is capable of the work
2. Has proper licensing and insurance
3. Is able to complete the work on time

A national service provider’s primary function is to find a technician within the area that has the right skillset, experience, and tools for the job at hand. Their job is to weed through the clutter of locksmiths who are over-priced, under-insured, inexperienced, or sub-par – trust me when I say this is no easy task. National service providers also provide the benefits of discounts on parts due to stronger buying power, over-the-phone troubleshooting, chain-wide consistency, and familiarity of the inner-workings of your organization and the approval process for service work. (Forgive me for the sales pitch – but whether it’s LockNet or another provider, I truly believe in what national service providers have to offer.)

Hiring a National Service Provider

If you make the (brilliant) decision to hire a national service provider, it’s important to know they don’t come in a ‘one size fits all’ option. Here are some important questions to ask while on the hunt for your perfect match:

1. How do they assess technicians? Subcontracted technicians should be properly insured and licensed for the states in which they are performing work. Not all states require licensing of locksmiths, but it’s crucial in the states that do. Even more crucial are sufficient insurance requirements. To  protect yourself and the technician, it’s important that they maintain adequate insurance levels.  Moreover, not all technicians are capable of performing all types of lock work.   Need your safe opened?  The technician your manager just found on Google may not perform safe work very often. A good service provider will be aware of the capabilities of each technician they dispatch.
2. Are service call procedures customizable? Every organization manages facility maintenance differently. A competent service provider will be able to work with your processes ranging from service call submission, to Not to Exceed amounts, to updating Computerized Maintenance Management Systems, to invoicing requirements. Consider for a moment what it would mean for your organization if you had to adjust one or more of these processes – it’s a headache that you shouldn’t have to endure.
3. What is their breadth of capabilities? Are they capable of more than general locksmithing? Some national service providers only manage general locksmithing service, such as lockouts, rekeys, and hardware replacement. Others manage a variety of door and hardware related services in addition to general locksmithing. You can benefit from everything being managed under one roof – like key system installation/management, door/hardware/access control installation, safe retrofits, product rollouts, and specification and supply for new store construction. It’s important to know what’s available to better gauge the potential savings and benefits.
4. What are their areas of expertise? While an array of services may be offered, their level of experience in the areas you desire may be less than stellar. A review of past projects and their outcomes should assist in determining their competence.
5. What is their experience in your industry? Commercial doors and hardware are commonly lumped as being flexible between industries. While this is fact for some products, there are nuances to every industry. Double-acting doors and multiple-use restrooms are readily found in the restaurant world but not as common in the retail sector. Lack of knowledge regarding products and the respective codes for different occupancy types can make a great service provider incompetent when placed outside of their comfort zone.
6. What kind of reporting is available? With tremendous presence comes tremendous reporting and analysis. In order to accurately surmise the cost of locksmithing, detailed reporting is fundamental. If your organization regularly evaluates costs and the economic impact of modifications, you’ll certainly want to ask about this.
7. Is there any data that isn’t shared? While some operational procedures may be considered ‘trade secrets,’ the data that’s gained from them should be available to you. Costs and usage statistics provide visibility into regional trends and proactively identify problem areas that should be addressed. For example, many restaurant operators see a noticeable uptick in service requests for restroom maintenance and hardware replacement in urban areas. While a number of factors affect the use and abuse, geographic identification of the trend would prompt a good service provider to recommend alternate product solutions.
8. Are they willing to provide references? Any and all business partners should have a list of references ready and waiting to legitimize their aptitude to prospective clients, as well as their ability to acknowledge and build upon their weaknesses.

This is, by no means, an all-encompassing list to determine your national service provider soul mate. Rather, it’s a meager beginning to single out the good, the bad, and the ugly.

For more information on transferring key system vendors, check out our comprehensive Key Systems 101 article or download our white paper.
Google